Course Content

Urban drivers work in a variety of business areas that depend on the delivery and collection of goods by road. They typically work to a specified part of the country and their work pattern is normally time critical. Urban drivers often work in-house or part of the supply chain, ranging from small, independently owned companies to large organisations. Sites include for example retail, removals, construction, pallet, laundry, recycling, agriculture, and manufacturing.

They provide specialist on-site services and technical support for the goods they deliver, requiring high levels of customer service. This work involves moving goods/freight that is often heavy or large volume, meaning that handling sometimes requires the use of machinery or tools. They work across the UK road network, often in complex urban and on-site situations. Much of their working day is spent either driving or on site, in all weathers. A typical shift includes multi-drops at various sites and often working within a small team.

An employee in this occupation will be responsible for ensuring excellent customer service whilst providing safe, accurate and timely deliveries, collections and associated services such as technical advice on goods and product installation.

Security and safety are key to this occupation. They must ensure their duties are conducted in compliance with a wide range of laws, regulations and procedures; this includes driving related compliance, health and safety, site-specific requirements and their organisations customer service policy. The urban driver will carry out daily vehicle checks accurately and follow defect procedures and ensure their vehicle is well maintained during their shift. 

They must ensure the vehicle is loaded correctly, making adjustments as volumes change. 

They are responsible for adapting their driving style, taking account of fuel efficiency, the local environment, and their vehicles strengths and limitations. 

All urban drivers have responsibilities beyond the delivery of goods. These responsibilities vary a great deal, depending on the role. However, they must select and use the right equipment for the safe handling of goods to and from the vehicle and on site. And they must provide additional on-site services. This could mean, for instance, installing goods in a persons home, to the agreed standard. 

They will provide technical advice on the goods and will be expected to answer customer questions. They are responsible for risk assessment on site and for adjusting plans as necessary.

Although they typically work to a pre-arranged delivery, collection, or service plan, they are responsible for adapting the plan in the event of any incidents or delays and keeping customers updated. 

The urban driver must conduct themselves to the expected professional and customer standards and have a duty of care to ensure their organisation is represented positively at all times. 


You will work towards pass/merit/distinction. Differentiation may be achieved through a wide variety of assessment methods with promotion of your own choice. You will be completing learning style questionnaires to support to match learning opportunities with your preferred method. This is designed to make learning easier, more effective and more engaging. A blended learning approach is taken for individuals consisting of a combination of face-to-face activities, online classrooms, digital tools and resources to deliver the best possible training solution. Apprenticeship Trainers will adapt accordingly. Activities have been designed to stretch and challenge your learning. Specific training will be provided on command verbs to ensure you cover standards to the appropriate depth and breadth.


Apprentices must hold a valid UK driving licence (at least Cat B i.e. car licence) in order to access the apprenticeship and must be 18 years old by the time they gain their provisional vocational licence. Apprentices without level 1 English and maths will need to achieve this level and apprentices without level 2 English and maths will need to take the tests for this level prior to taking the end-point assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.


20% off the job

The Urban Driver apprenticeship is 12 months in duration, therefore a minimum of 390 hours of off-the-job training is required. Examples of off-the-job training: Shadowing Mentoring Teaching and learning sessions with dedicated trainer Self-study (time spent working on assessments/assignments) Training on a new process or procedure Team training and meetings Visiting other companies 20% off-the-job training is anything that can help you gain new knowledge, skills and behaviours in your role.


The EPA will test the entire programme: Technical competencies Technical knowledge and understanding Underpinning skills, attitudes and behaviours There's three sets of criteria on which the assessment and grading is made.  The what, the how and the with whom.

To view Knowledge, Skills and Behaviours for this apprenticeship visit: Urban Driver - Institute of Apprenticeships  

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